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I need to get in contact with Jira support ASAP. What can I do?

Henriette Humlum October 13, 2022

I need to get in contact with Jira support ASAP. They have not returned on my request for invoice, and my teams free trial runs out today!

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__ Jimi Wikman
Community Champion
October 13, 2022

Have you tried the Support page already?

https://support.atlassian.com/

 

You can also try the Atlassian Twitter account to see if they can assist?

https://twitter.com/AskAtlassian

Henriette Humlum October 13, 2022

Thanks, but yes, I tried. The problem is, that I'm not signed as the owner (another team member is), so I can not pay - free trail ends today. And Atlassian has not returned my inquiry. Will try Twitter, thanks:)

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__ Jimi Wikman
Community Champion
October 13, 2022

I hope you get that sorted. Financial issues are no fun :(

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Henriette Humlum October 13, 2022

Thanks, but Atlassian support is hopeless :(

Do you know - will all data be deletet if not payed before trial runs out? Or is it possible to get acces afterwards?

__ Jimi Wikman
Community Champion
October 13, 2022

No, you usually get downgraded and can lose some features, but the data stays and I still have projects open that are months old without any payment :)

It is in Atlassians best interest to give some slack in licensing situations and while they are not the fastest dealing with tickets, they do put their best effort into solving things once they get there.

So don't panic just yet.

Once the financial situation is sorted, you should be right back on track again.

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Henriette Humlum October 13, 2022

Thank you SO much:)

I will try not to panic yet then - and go to bed (night time in Denmark)

Thanks again

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__ Jimi Wikman
Community Champion
October 13, 2022

Maybe this will put your mind at ease:

What happens if I miss payment for my Atlassian product subscription? Hide

If payment fails for your Atlassian product subscription, you will be unsubscribed from all products 15 days after the payment due date, at which point users will no longer be able to access the product.

Data retention

After you have been unsubscribed, Atlassian retains your data for 15 days for trial sites or 60 days for paid subscription sites.

Your data will be deleted 15 days for trial sites or 60 days for paid subscription sites after you have been unsubscribed due to missed payment for an Atlassian product subscription.

Atlassian won't delete any of your data stored in the Google Apps Marketplace, such as users or information in your Google Apps database, Google Docs, Gmail messages, Google Calendar entries, Google Chat, or Google Sites.

Resubscribing to an unpaid product

You can resubscribe by completing any missed payments within the 15 or 60 days after your site has been unsubscribed. Submitting payment once your site data has been deleted will not reactivate your subscription (or restore your site data).

 

https://www.atlassian.com/licensing/cloud#subscription

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Henriette Humlum October 13, 2022

Thanks for you super kind information and words. I'm totally in zen mode now ;)

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__ Jimi Wikman
Community Champion
October 13, 2022

Happy I could help and hope you get things sorted as soon as possible :)

Vish Reddy {Revyz}
Community Champion
October 13, 2022

Hi @Henriette Humlum 

The support team is pretty responsive. Please make sure you have picked the appropriate category of the issue you are facing so that they can route the request appropriately. I have typically seen the turn around time is 4 - 8 hrs.

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